Existing Customers
Logging in and getting support
Logging in
If you're looking to log in to your staff, faculty or admin account, go to your institution's own portal page. If you can't remember your login details, try our account recovery page.
Getting support
The best way to get in touch with Synap is the live chat inside the platform, available to all admins once logged in — it lets us verify who you are and administer support securely and effectively.
If you can't access the platform, message us via the and we'll do our best to assist. Support is available 9am–5pm, Monday to Friday (UK time). Leaving a message outside those hours? Include as much information as you can so we can help as soon as we're online — and there's no need to wait on this page: if you're offline when we reply, you'll receive an email.
Urgent issues & outages
If you need urgent support, contact us via the live chat. Enterprise customers may have specific contact routes for reaching us out of hours — consult your account manager or your institution for those details.
If you believe there's a system-wide issue, check our status page(opens in new tab). Our systems are monitored 24/7: a widespread issue automatically notifies our engineers, and in that case we'll also be available on the live chat — even out of hours.